Communication-based approaches to library reference services: anxiety-uncertainty management as a model for communication breakdowns

2020 ◽  
Vol 48 (4) ◽  
pp. 715-726
Author(s):  
Brady Lund
Keyword(s):  
Uncertainty Management ◽  
Management Theory ◽  
Communication Research ◽  
Content Type ◽  
Reference Services ◽  
Communication Anxiety ◽  
Reference Librarians ◽  
History Of ◽  
Communication Breakdowns ◽  
Uncertainty Management Theory

Purpose This paper aims to present an overview of the history of communication research and theory in reference services literature and to discuss the potential of one relatively recent-emerging theory of communication (anxiety-uncertainty management theory) to describe and mitigate breakdowns in reference communication. Design/methodology/approach An overview and discussion of existing literature and communication-based theories of library reference services is presented. Findings This paper identifies and describes anxiety-uncertainty management theory as a lens through which to view communication breakdowns during library reference transactions. The concepts behind the theory and articulated as well as its insights for reference librarians. Originality/value This is the first article to discuss the anxiety-uncertainty management theory to examine communication breakdowns in library reference transactions.

An uncertainty management theory on the effects of abusive supervision

2019 ◽  
Vol 57 (11) ◽  
pp. 3079-3095 ◽  
Author(s):  
Jih-Hua Yang ◽  
Cheng-Chen Lin ◽  
Shih-Chieh Fang ◽  
Ching-Ying Huang
Keyword(s):  
Leadership Behavior ◽  
Future Orientation ◽  
Abusive Supervision ◽  
Uncertainty Management ◽  
Management Theory ◽  
Equation Modeling ◽  
Content Type ◽  
The Impact ◽  
The Relationship ◽  
Uncertainty Management Theory

Purpose The vast majority of research on traditional leadership focuses on effective and positive leadership behavior. However, scholars have begun to pay attention to the impact of negative leadership behavior on employees and the organization. Hence, the main purpose is to examine the effects of abusive supervision. While the literature does not examine the time future orientation of the effects of abusive supervision, the purpose of this paper is to fill up this gap and examine the moderating role of future orientation. Design/methodology/approach A total of 584 valid questionnaires were collected from respondents aged between 21 and 30 years old and analyzed using the hierarchical regression and structural equation modeling method. Findings The main results show that abusive supervision positively affects counterproductive work behavior and future orientation positively moderates both the relationship between abusive supervision and originality behavior and the relationship between abusive supervision and organizational citizenship behavior (OCB). Originality/value This study demonstrates the moderating roles of future orientation in the effects of abusive supervision, and thus deepens the understanding of the moderating effect. It departs from the prior works and presents a more detailed examination examines the distinct dimensions of personality traits. It makes three main theoretical contributions. First, it introduces uncertainty management theory as a means to interpret the effects of abusive supervision. Second, it contributes to the literature on abusive supervision. Third, it does not lead to discovery as an OCB and originality, conclusions which differ from the results suggested in past literature.

LINGKUNGAN BARU: ADAPTASI BUDAYA OLEH DOSEN CPNS

2021 ◽  
Vol 9 (2) ◽  
pp. 109-118
Author(s):  
Gunawan Wiradharma
Keyword(s):  
Intercultural Communication ◽  
Cultural Adaptation ◽  
Culture Shock ◽  
Uncertainty Management ◽  
Qualitative Approach ◽  
Management Theory ◽  
Adjustment Process ◽  
Cultural Environment ◽  
Different Cultures ◽  
Uncertainty Management Theory

CPNS lecturers in 2019 at Universitas Terbuka were placed in the head office or in various UPBJJ spreading throughout Indonesia. Some CPNS lecturers are placed in different units from their original regions so they have to make adjustments in the new environments with different cultures. Intercultural communication takes place when there is interaction between an individual with a particular cultural background and other individuals who come from different cultures. Intercultural communication is an important key in the adjustment process. This study explores the adaptation of three UT CPNS lecturers from outside the region. The theory used is Anxiety Uncertainty Management Theory. Descriptive qualitative approach is used to explore the perspective of CPNS lecturers with the local culture. Through this research, the researcher found that there were some important elements that needed to be possessed by CPNS lecturers, namely the cultural adaptation that was carried out, the culture shock that occurred, and the adjustment in the new cultural environment.

User perceptions of social questions and answer websites for library reference services

2015 ◽  
Vol 33 (3) ◽  
pp. 386-399 ◽  
Author(s):  
Shengli Deng ◽  
Yin Zhang
Keyword(s):  
Design Methodology ◽  
Information Environment ◽  
Content Type ◽  
User Perceptions ◽  
Reference Services ◽  
Reference Librarians

Purpose – This paper aims to understand Social Questions & Answers (SQA) users’ perceptions of library reference services. Design/methodology/approach – The authors examined the postings on the largest SQA site, Yahoo! Answers, regarding library reference services and identified the major themes. Findings – Three themes emerged in library reference-related discussions: reference librarians and their services are well and positively recognized, reference services are less recognized and understood and Yahoo! Answers is recognized as a helpful service. Those who have used both library reference services and Yahoo! Answers are fully aware of the differences between the two services. Originality/value – This study provides new insights on how library reference services are perceived by SQA users. The results are helpful for libraries to position reference services to better serve users in today’s information environment.

Virtual reference librarians (Chatbots)

2017 ◽  
Vol 34 (4) ◽  
pp. 5-8 ◽  
Author(s):  
Joseph Vincze
Keyword(s):  
Design Methodology ◽  
Cost Effective ◽  
Human Interaction ◽  
Virtual Reference ◽  
Content Type ◽  
Reference Services ◽  
Reference Librarians ◽  
Library Staff

Purpose This paper aims to explore integrating chatbot applications into libraries to improve reference services. Design/methodology/approach This paper explores the benefits of using chatbots as virtual reference librarians. Emma the Mentor Public Library’s Catbot is used as a case study. Findings Chatbots cannot replicate the complexity of human interaction (both knowledge and emotional), but these can provide a cost-effective way to answer the majority of routine reference questions and direct users to the appropriate service. Originality/value Readers will increase their awareness of how chatbots can streamline the work of the reference department by answering the majority of routine reference questions and freeing library staff to focus on more demanding research and tasks uniquely suited to humans.

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